About the role
Description
Position Overview
The IT Support Engineer I is an entry-level technical role responsible for serving as the first point of contact for client end users. This position focuses on ticket triage, Level 1 troubleshooting, and timely resolution or escalation of issues while maintaining professional communication and accurate documentation.
Key Responsibilities & Daily Tasks
- Monitor and respond to incoming service tickets within SLA guidelines
- Provide remote support via phone, email, and remote access tools
- Perform Level 1 troubleshooting for Windows, macOS, and Microsoft 365
- Manage user accounts and basic Active Directory tasks
- Perform basic networking troubleshooting (DNS, DHCP, VPN, Wi-Fi)
- Document all work clearly and professionally
- Escalate issues to Level II Engineers when appropriate
- Assist with onboarding and offboarding tasks
- Participate in on-call rotation as assigned
Requirements
Required Skills & Qualifications
1–3 years of help desk or desktop support experience (MSP preferred)
Strong working knowledge of Windows and Microsoft 365
Foundational networking knowledge
Strong communication and customer service skills
Preferred Qualifications
CompTIA or Microsoft certifications
Experience with ConnectWise, N-able, BeyondTrust, Huntress
Basic PowerShell knowledge macOS/iOS support experience
Benefits & Perks
- Paid Time Off (PTO) and company-observed paid holidays
- Health insurance options for eligible employees
- CrewHu employee recognition and rewards program
- $50 monthly cell phone stipend
Company-provided equipment and tools
Ongoing training and professional development opportunities